The Rum House — Restaurant in New York

Have to aware other patrons! I am local and was a loyal regular customer to The Rum House. On my birthday, I decided to do a steak house dinner with my friends here in TSQ area and stop by for drinks and jazz at The Rums House. Meaning my party was 10 ppl, and I contacted GM named Kenneth in advance to ask if they can accommodate us 2 weeks in advance. Everything was agreed upon and confirmed. So on the bday night when we arrived, to table for 10ppl were reserved, floor manager improvised from whatever avaliable. This place is tiny, so it was not comfortable for the server to flow - I explain her nasty attitude and being rude to my guests for that reason. A friend of mine was communicating to Bar tender Nick to get the drinks served since the server on the floor was not available. Miscommunication, tight space, loud bar ambiance, hot weather, or whatever bad day those 2 had - can't explain how rude and unacceptable service they provided. It was clearly a racist attitude! Nick, the bar tender, wanted to kick my friend out of the bar by complaining to the security guard with no basis, by saying he is loud talking? Say what? Absolutely nasty business run. One more highlight: requested tables agreement not followed, if party of 10ppl made the server unhappy, this is where you placed us. My friend treated $100 advance tip to take a good care of the vibes, top shelf drinks ordered, and fat tips left. Party behaved well besides of it is live music bar with loud music and fully packed. But hey, it is Time Square where all the world is. Racist and personal attitude hate is not acceptable! Upset me on my birthday and offended my friends. Shame on you! Never will step down there, and not recommend anyone! Hate should NOT serve in the...

This is one of those places that has such a good location, they don’t need to bother with making sure the product or experience is up to standard.

Visited here on Wednesday 24th Sep at about 18:30, and during the time we were there there was never more than 3 tables including us.

despite being empty, no acknowledgment when walking in to let us know that it was seat yourself and table service. the whole time we were there, whichever bartender was messing around with the music would often skip back to the beginning of the same song and let it play again. after ordering our second round, waited 10+ minutes for our drinks to be made. It was quiet and the bartenders weren’t making any other drinks, just fiddling with the music platform. someone the bartenders knew was sat at the bar and started watching videos at full volume on his phone, and wasn’t told to cut it out. When drinks are $20-25 you would expect them to care about the ambiance. when the check came it included a 20% service charge for a table of 2 with an expectation to tip afterwards as well. When I explained that we would be tipping cash and asked to take the service off, he said he would still need the full service charge amount in cash, and only removed it when I asked if it was discretionary or mandatory. This kind of behaviour is preying on the tourism footfall they will get here. Not content with selling so-so cocktails for $25 dollars, they nickel and dime you and hope you go along with it out of social embarrassment.

Overall a terrible experience from staff that could not care less about the people they are serving. From a management perspective these things are easy to fix - but they seemingly...

We came in on a busy night (8/25) and ordered drinks at the bar, standing room only. That was totally cool, we enjoyed the ambiance and the bartender was SO sweet and lovely. A table opened up and we swooped down. We didn't cut anyone, we'd been waiting the longest of the smaller groups standing. Here's what the waitress said:

"You know, we usually ask that people at least wait for us to clear the tables."

"Oh, we're so sorry."

"It's just not sanitary."

We sensed some saltiness but kind of brushed it off because we literally didn't do anything anyone else would not have done.

A few minutes later, we let the waitress know that we had ordered drinks at the bar. She said:

"OK. You're going to have to close out at the bar, then reopen with me." This time with very clear attitude.

OK. I walk up to the bar to do as she asked. The sweet bartender literally goes: "Oh, you want to close out? Don't worry about that, I totally can just transfer to your table!"

Right. We picked up drinks from him a few minutes later. We enjoyed the lovely music and the ambiance. The waitress not once came back or acknowledged us. My sister wanted to order popcorn.

It made for a sad ending to our trip and I want that redheaded waitress to know that she doesn't know who she's serving or whose day she's making or breaking or what we've gone through. And we don't know her story either, so I accept she may have had an off day. But she made us feel very small and that does not seem to be what someone in her profession should be doing.

All the stars here, and the bill and tip we paid, were for the...